Posted in Other 14 days ago.
Location: Durham, North Carolina
Duke University was created in 1924 through an indenture of trust by James Buchanan Duke. Today, Duke is regarded as one of America's leading research universities. Located in Durham, North Carolina, Duke is positioned in the heart of the Research Triangle, which is ranked annually as one of the best places in the country to work and live. Duke has more than 15,000 students who study and conduct research in its 10 undergraduate, graduate and professional schools. With about 40,000 employees, Duke is the third largest private employer in North Carolina, and it now has international programs in more than 150 countries.
Nature of Responsibilities: Oversee business-critical applications and systems (RMS/Mercury and DukeCard/Blackboard) that are essential to the daily functionality and operations of Housing and Residential Life (HRL) to ensure continuous availability, functionality, security, integrity, user training and documentation. Assist in the design, development, implementation, and maintenance of tools to support the work processes. Work closely with administrators, development team members, and end users. Provide necessary support, including on-call, for key stakeholders in the student experience such as DukeCard, Bursar, and Auxiliary Finance Offices. Effort typically supports Housing Assignments 40%, Duke Card Office 25%, Finance 15%, Dining 15%, Other 5%.
Specific Duties: % of Effort
Ensure systems (RMS/Mercury and DukeCard/Blackboard) are used and data is structured to support the highest level of reporting and strategic planning needs of the organization, while meeting daily reporting needs of the administrative units. Build consensus on shared data elements and reporting needs across schools/departments. Maintain system documentation.
Ensure data integrity (RMS/Mercury and DukeCard/Blackboard) to maintain consistency and accuracy of data collected from or passed to various sources. Ensure required interfaces with other systems and internal and external organizations are developed and maintained. Collaborate with cross-functional project teams on planning, implementation, and testing of databases and system upgrades. Promote and direct future systems enhancements as needed.
Design and deploy templates in systems as well as frontend webpages for reports and queries on data. Advise users and administration on how best to use systems to support activities. Provide and/or coordinate training in appropriate software across the areas. Troubleshoot user-reported problems, escalating when necessary to content experts OIT, Duke Card, or vendor support staff. This includes consulting on issues of effective work processes.
Prepare, analyze, and interpret financial reports for revenue, volume, occupancy, rate scenarios, and other reports used in monthly variance reports, forecasts, budget preparation, and strategic planning purposes for HRL and the Division of Student Affairs.
Provide customer service and triage as a member of the Housing Assignments team. Greet in person, by phone, and via email parents, students, and university colleagues with attentiveness and a problem-solving mentality. Communicate effectively about Housing Assignment processes and procedures and respond to requests with accurate information and helpful referrals.
Identify areas in the organization where more consistent business process policies need to be put into place. Bring together staff to resolve issues, and agree on policy or workflow. Maintain system documentation. Anticipate data and reporting needs as new programs and processes are developed in these areas and effectively communicate recommendations.
Provide on-call support for residence hall access during peak transition times. Develop and deploy methods to troubleshoot, correct, and/or escalate access issues for end users (students and staff). Create and implement processes for managing access outages.
Perform related duties as assigned or required to meet department, division and university goals and objectives.
Required Minimum Qualifications:
Education: Bachelor's degree in Business, Management Information Science, Computer Science, or related area.
Experience: Three years combined business/work analyst, software QA, or user support/training experience; experience in higher education administration, specifically housing and residence life preferred.
OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE
Specific Skills and Competencies:
Work requires a Bachelor's degree.
3 years combined business/work analyst, software QA, or user support/training experience, OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE.
Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.